Lead Contact Representative

The purpose of the position is to serve as a Lead Contact Representative, to the Health Administration Service (HAS), under the direct supervision of the Health Benefits Supervisor. The incumbent continuously embraces and support the Ann Arbor VA Medical Center mission, vision, and core values. The incumbent is expected to present to work in a professional manner and timely in accordance with established tour of duty.

Lead Health Benefits Contact Representative 30% Maintains extensive knowledge of the Medical Center and policies to respond to inquiries from veterans, Medical Center staff and other agencies regarding applying for care, eligibility etc. The Lead will oversee 7 Health Benefits Contact Representatives at the full performance of GS-07. The Incumbent will estimate and report on expected time of completion of work and maintain records of work accomplishments and time expended and prepare reports on patient processing activities as requested by the supervisor and/or HAS leadership. The incumbent will provide status updates and progress of work to the HBU Supervisor and/or HAS leadership and obtain needed information or decisions from the supervisor on developing issues. Distributes and balances workload among employees in accordance with established workflow or job specialization. Ensures the timely accomplishment of assigned workload and make day to day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise such as but not limited to backlogs. Incumbent will instruct employees in specific tasks and job techniques, providing extensive training to new and existing staff, developing educational materials for distribution with the inclusion of Standard Operating Procedures. The Lead Contact Representative will monitor and report on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines, and quality have been met. The incumbent will be responsible for amending or rejecting work that does not meet established standards and refer to the supervisor with problems in meeting performance standards. The incumbent will report to the supervisor on performance, progress, and training needs of employees, and on behavior issues. He/She will provide information to the supervisor as requested concerning promotions, reassignment, recognition of outstanding performance and personal needs. The Incumbent will coach the team on selection and application of appropriate problem-solving methods and techniques, provide advice on work methods, practices, and procedures, and assist the team and or individual members in identifying the parameter of viable solutions. Incumbent will inform employees of available services and employee activities and assist in resolving simple informal complaints of employees and refer others to the supervisor. The Lead Contact Representative will communicate with staff of new updates, changes and/or adjustments to policies and procedures. Communicates daily with the HBU Supervisor on regards to daily operations, consistent care coordination. Communicates and consults with HBU Supervisor and colleagues to develop knowledge, and to apply agency policies and practices to new matters. The incumbent will serve as a key contact for various medical center staff, Veterans and family members pertaining to healthcare benefits. Monitors special programs such as Agent Orange, OEF/OIF/OND, Military Sexual Trauma (MST), Camp Lejeune, Southwest Asia, PACT Act and others to assure veterans are receiving the appropriate appointments and benefits. Collects and communicates data relating to special programs such as Mental Health, Ineligible Veterans, Champ VA etc. to the Supervisor and/or HAS Leadership. The incumbent will monitor working conditions such as seating, safety etc.; and may approve leave for a few hours for emergencies when the supervisor is not readily available. As a Health Benefits Contact Representative, the incumbent serves as the subject-matter expert and is responsible for applying an extensive body of rules and regulations relative to Veterans Eligibility for VA healthcare benefits, interpretation of relevant laws, VHA guidelines and regulations, and other federal agency policies is required to ensure that timely and appropriate measures are taken throughout data collection and data entry processes. Applications may be received in person, by telephone, by mail, on-line, or referral from another VA. Complete Position Description #92855-0 available upon request.. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday 8:00am to 4:30pm Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Lead Contact Representative/PD92855-0 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.